FRICTION: The Untapped Force That Can Be Your Most Powerful Advantage

FRICTION: The Untapped Force That Can Be Your Most Powerful Advantage

by Roger Dooley


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NAMED A "BEST BUSINESS BOOK OF 2019" by strategy+business

Annually, $4.6 trillion of merchandise is left in abandoned e-commerce shopping carts.

Every year, the U.S. economy loses $3 trillion dollars in productivity due to excess bureaucracy.

Red tape and over-complicated licenses have contributed to China’s GDP exceeding India’s by $82 trillion over the span of just three decades.

If you’re a business leader, these statistics should give you nightmares. According to science-based marketing and business expert Roger Dooley, they illustrate the real and growing threat of “friction,” which he defines as the unnecessary expenditure of time, effort, or money in performing a task.

In today's high-speed, customer-empowered world, the levels of swiftness and efficiency of business transactions will determine ultimate success or failure. In this groundbreaking guide, Dooley helps you spot the inevitable points of friction in your organization, and he provides the tools and insight you need to eliminate them. By truly understanding the impact friction can have, you’ll be able to establish positive habits and eliminate negative ones—all with the end result of building a company that’s the envy of your industry. Friction takes you step-by-step through the process of:

• Empowering frank conversations
• Guiding individual and team behaviors
• Getting ahead of friction
• Optimizing the customer experience
• Building a frictionless corporate culture

Combining scientific research with real-life examples of leaders who have conquered business friction, Dooley teaches you how to identify roadblocks, alter them for the benefit of both business and customer, and create positive, lasting change.

If you’re in a leadership position, now is the time to declare war on friction—before your competitors do. Stamp out ridiculous rules, pointless procedures, and meaningless meetings. Become a relentless advocate for the customer and for minimizing customer effort. Lubricate every point of friction and make your company run like a well-oiled machine.

Friction provides the know-how you need to lead your company to industry dominance.

Product Details

ISBN-13: 9781260135695
Publisher: McGraw-Hill Professional Publishing
Publication date: 05/09/2019
Pages: 320
Sales rank: 472,707
Product dimensions: 6.00(w) x 9.10(h) x 1.40(d)

About the Author

Roger Dooley is an international keynote speaker and the creator of Neuromarketing, the go-to blog of marketing professionals the world over. He co-founded College Confidential, a web-based business that serves millions of college-bound students and parents every month.

Table of Contents

Introduction ix

Prologue: Engine of Disruption 1

1 The Friction Evangelist 5

2 Retail Disruption-Nineteenth and Twentieth Centuries 19

3 Transportation Disruption 25

4 Digital Disruption 41

5 The Science of Friction 59

6 Decision Friction 79

7 Customer Experience and Friction 89

8 Technology Friction 111

9 Friction Within Your Business 121

10 A World of Friction 151

11 Bureaucrats and Red Tape Warriors 165

12 Taxes and Beyond 179

13 Habits and Productivity 193

14 Friction Design 209

15 Nonprofit Friction 221

16 Friction Everywhere 231

Conclusion: Go Forth and Find Friction 247

Appendix: The Persuasion Slide 253

Acknowledgments 257

Notes 261

Index 283

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